Dedham Savings Launches Digital Ambassador Program
Trained experts are available in all branches to assist customers with digital services
Dedham Savings has launched a new Digital Ambassador program to further assist customers with accessing digital services, according to an announcement by Peter Brown, President and Chief Executive Officer.
Noted Brown, “Dedham Savings has a strong focus on offering leading edge digital tools to customers so they can bank from anywhere at any time. We want to be sure customers know how to take advantage of our wide array of 24/7 banking services. And, with COVID-19, social distancing, and the need to complete transactions hands-free or remotely, this program launch is especially timely.”
Seventeen employees from throughout the bank have been specially appointed by their Managers to serve as Digital Ambassadors in their branches, and every branch has at least one Ambassador onsite to assist customers. Ambassadors wear highly visible nametags bearing their title so customers can spot them easily. Employees named to serve as Ambassadors include: Mobashir Ali, Michael Brennan, Jane Curran, Jessica Delerme, Jamie Fadel-Sarkis, Elvira Garofalo, Ashley Kennedy, Melissa Keurulainen, Kira Kramer, Sherrie McGowan, Nehme Melhem, Matthew Mercadante, Diane O’Malley, Elise Pazienza, Victoria Ren, Charles Sittig, and Cara Walsh.
Digital Ambassadors are all active users of the Bank’s digital tools, which gives them first-hand knowledge of the workings and nuances of each service. They also attend special certification training. Level I training covers the many services individual customers will want to use and Level II training cover the more complex cash management services used by business customers. Ambassadors also learn common troubleshooting tips for both web-based and mobile-based services.
Digital Ambassadors have an array of tools available to assist and support customers. Special worksheets with step-by-step instructions are available in all branches, which guide customers through signing up for and using services such as online banking, mobile banking, and mobile wallet. Companion instructional videos have also been developed, showing the screens and steps customers will experience during sign up and use of a service. These videos are publicly available on the Dedham Savings YouTube channel, and can be viewed by anyone at any time. The videos are also shared periodically on the Bank’s social media sites. Both the worksheets and videos have also been incorporated into the Bank’s website, www.dedhamsavings.com, to provide easily accessible self-help information to customers. Digital Ambassadors are also charged with collecting customer feedback, common issues, and suggestions, and sharing this critical input quarterly with Marketing, Deposit Operations and Retail management. These quarterly roundtable discussions will assist the Bank in further tailoring digital services to meet the changing needs of customers.
ABOUT DEDHAM SAVINGS
Incorporated in 1831, Dedham Savings has assets of over $1.6 billion. Its mission is to promote the financial strength and success of the individuals, families, and businesses of the communities it serves. Dedham Savings offers a broad range of financial and electronic banking services to individuals, businesses and organizations through full-service locations in Dedham, East Dedham, Needham, Norwood, Sharon, South Boston, Walpole, and Westwood, MA.